Global Services Manager 1

Description:Job Summary:As a Global Services Manager, your role will be to meet the requirements of Enterprise clients by providing and deploying technical architectures that deliver the highest value add on NetApp solutions. You are part of the Top Enterprise Account Team (TEA) and will be responsible for achieving NetApp Global Service's business and Total Customer Experience metrics within assigned accounts. This position requires a dynamic, results-driven, and customer focused professional, with good oral and written communication skills. Candidates will also possess strong leadership and interpersonal skills and have experience project managing storage or data management solutions. Consulting experience with strong customer interaction skills is a must.Essential Functions:- Develop with the customer, a mutually agreed method for measuring the Total Customer Experience (TCE) within the assigned account, establish annual targets and provide quarterly reports on NetApp's performance.- In conjunction with the Global Enterprise Manager:- Develop a support and professional services plan as a part of the overall account plan to meet the Total Customer Experience (TCE) and NetApp's professional services objectives.- Communicate the overall account plan, and deliver regular service delivery results to the account's appropriate executive and management levels.- Establish an internal global communications plan insuring all of the account team are kept current on the status of the team's capabilities.- Establish, with the customer, their global support requirements, align the appropriate support offerings, and lead the effective sale strategy to gain the accounts commitment to purchasing the appropriate levels of support.- Insure support delivery meets all of the committed support services levels to maximize Total Customer Experience.- Manage all maintenance contract and service renewal activity through the sales and service sales team members in a timely fashion to assure continuity of appropriate services. - Identify and influence the continuous improvement of key business processes resulting in improved Total Customer Experience (TCE) and improving National Global Service's effectiveness and efficiencies.- Lead the Professional Services engagement management function within the account. This included opportunity identification, engagement definition, pricing, engagement commitment, engagement reporting and overall customer engagement satisfaction.- Recommend the appropriate NetApp training for the customer operations personnel to support strong internal operational excellence. In conjunction with the Technical Global Advisor (TGA) function, lead weekly operational performance reports and proactive recommendations with the appropriate customer storage operations personnel. - In conjunction with the account team:- Establish appropriate process and communications for product end of life announcement, product alerts and quality issues.- Provide internal reporting and dashboard information as required.- Proactively share best practices with other functional teams and leverage best practices to initiate and influence service process improvements.Specific responsibilities include:- Establish Total Customer Experience Metrics and develop / customize associated processes to collect the request metrics.- Execute associated roles within the Professional Services Engagement model.- Establish customer specific support processes when required.- Establish customer software / firmware release and other proactive support processes.- Establish the appropriate NetApp's Operational Best Practices within the account.- Make day-to-day support decision to optimize Total Customer Experience (TCE).Education and Experience:Qualifications:Requirements:- Prior experience in a professional services and support management role including interaction with senior level customers; ideally with experience in storage or data center operations.- Ability to influence NetApp's and customer's strategic and operational decision making.- Broad exposure to a variety of technologies/concepts in a distributed environment.- Excellent analytical/problem solving abilities, leadership and sales skills.- Excellent verbal and written communication, presentation, customer, business and negotiation skills.- Ability to develop clear value propositions for professional services and support products.- Ability to effectively align business requirements and storage solutions to effectively lead business and/or technology based engagements.- Large contract negotiating experience. - Experience driving internal change in a matrix management environment. - Travel could be 30% - 50% (domestic and international, as account requires).Responsibility and Interaction:- Responsibility:- As a seasoned professional with a wide range of experiences, this individual uses professional concepts and company objectives to resolve complex issues in creative and effective ways.- Is responsible for a global geographical area and large, complex, high visibility, strategic, or tactically important assigned accounts. Revenue targets are comprised of account revenue, support revenue and professional services revenue.- Interaction: - This individual effectively works with, and influences senior internal personnel within the function, employees in other functions that support the sales effort, and has direct customer contact, often through executive level. - Limited management supervision and direction is provided since this individual operates and drives results independently.- The ideal candidate is a subject matter expert and strongly influences team decisions and initiatives. May also act as a team leader and major decision maker for team projects.Salary/Benefits: Salary commensurate with experienceTo learn more about NetApp employee benefits go to: http://www.netapp.com/jobs/benefits.htmlJob Location: McLean, VAJob Number: RUSANAP2218-610186Company URL: http://www.netapp.comCompany Profile:NetApp creates innovative storage and data management solutions that help accelerate business breakthroughs and deliver outstanding cost efficiency. Our dedication to principles of simplicity, innovation, and customer success has made us one of the fastest-growing storage and data management providers today.Customers around the world choose us for our "go beyond" approach and broad portfolio of solutions for business applications, storage for virtual servers, disk-to-disk backup, and more. Our solutions provide nonstop availability of critical business data and simplify business processes so you can deploy new capabilities with confidence and get to revenue faster than ever before. You can rely on our industry-leading solutions to lower the cost of protecting your data, business, and reputation.We bring together the industry's best partners and technology to deliver services that help you maximize what you are getting from your infrastructure. Our collaborative approach, working as one team with one goal, means that you get a solution that is just right for you-on time and on budget. To support your global business, we provide highly-responsive support in local languages. From London to Austin, from Bangalore to Tokyo, well work with you to solve your problems and help you reach your goals.Discover our passion for helping companies around the world go further, faster at www.netapp.com